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7 Ways Call Centers Can Help With Online Reputation Management

Global Response

OCTOBER 2, 2023

A massive 97% of consumers consult online reviews before purchasing. Providing Exceptional Customer Service One of the best ways to effectively manage your online reputation is to provide customers with exceptional customer service in the first place. A common misunderstanding is that ORM is basically PR, but this isn’t the case.

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Call Center Management Airlines outsourcing 62
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Service Level – Are You Measuring it the Wrong Way?

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition.

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Service level Abandon rate contact center workforce Contact Center 69
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